Customer Service Supervisor Job at LHH, Thousand Oaks, CA

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  • LHH
  • Thousand Oaks, CA

Job Description

Job Title: Customer Service Supervisor

Job Type: Full-time

Job Summary:

The Customer Service Supervisor oversees daily operations within the customer service department, ensuring high-quality service and customer satisfaction. They provide leadership, training, and support to the customer service team while monitoring performance, handling escalations, and implementing process improvements.

Key Responsibilities:

Team Leadership & Management:

  • Supervise and support a team of customer service representatives.
  • Schedule shifts and assign tasks to ensure adequate coverage.
  • Motivate and coach team members to improve performance and efficiency.

Customer Support & Issue Resolution:

  • Handle complex customer inquiries, complaints, and escalations professionally.
  • Ensure prompt and effective resolution of customer issues.
  • Maintain a high level of customer satisfaction through proactive communication.

Performance Monitoring & Reporting:

  • Track key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
  • Conduct regular performance evaluations and provide feedback.
  • Prepare reports on team performance and customer trends for management.

Training & Development:

  • Train new customer service representatives on company policies, systems, and best practices.
  • Conduct ongoing coaching and professional development sessions.

Collaboration & Communication:

  • Work closely with other departments (e.g., Sales, Operations, IT) to address customer needs.
  • Communicate company updates, policies, and expectations to the team.

Qualifications & Skills:

  • Education: Bachelor’s degree in Business, Communications, or a related field (preferred).
  • Experience: 2+ years in a customer service role, with at least 1 year in a supervisory position.
  • Strong leadership and team management skills.
  • Excellent communication and problem-solving abilities.
  • Ability to handle high-pressure situations and de-escalate conflicts.
  • Proficiency in customer service software (e.g., Zendesk, Salesforce) and CRM systems.
  • Strong organizational and multitasking skills.
  • Knowledge of customer service best practices and industry trends.

Work Environment & Schedule:

  • This role may require evening, weekend, or holiday shifts depending on company needs.
  • Primarily office-based, with potential for remote work depending on company policy.

Salary & Benefits:

  • Competitive salary based on experience.
  • Health, dental, and vision insurance.
  • Paid time off and holidays.
  • Career growth opportunities and professional development programs.

Job Tags

Holiday work, Full time, Remote job, Shift work, Weekend work, Afternoon shift,

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